Issues with Discovery Vitality

Good day

Please advise when feedback can be expected?

Regards

Jan Berrangé Administration Manager Legacy Operations T +***8 C +***4 Building D, 254 Hall Street, Die Hoewes, Centurion, 0157

From: Jan Berrange (SC) Sent: 23 July 2023 9:32 PM To: ***; ***; *** Subject: RE: 21/07/2023 300 x points not showing

Good day Discovery, in particular, Vitality

My name is Jan Berrange and I have been a loyal customer of Discovery and Vitality for almost two decades. I am a stage 4 cancer survivor and an avid believer in your brand and your products. I am also a member of the Discovery medical aid. I have 3 x Discovery Bank accounts.

My details: JF Berrange ID *** Medical aid number: *** Vitality number: *** (Diamond status)

My narrative is as follows:

As a professional, a partner, a son, and a leader in my community, my health is of great importance to me. Having beaten stage 4 cancer with an extensive chemotherapy routine – I was left with a severely compromised immunity system. I then identified Vitality as the number one tool to track, manage and plan my daily exercise routines.

In my possession, I have 48 strongly worded emails and general responses from Discovery about the unavailability of ‘POINTS EVENTS’ on my Vitality app from December 2022 and May 2023. Six months of an app not working. Six full months. Eventually in the latter part of May 2023, after moving Vitality Active Rewards to the Discovery Bank App, eventually after 6 x months of complaining, I was able to view “POINTS EVENTS’ again.

I have worked immensely hard to reach 52 x weeks (1 year) of consistent exercise on 21/07/2022. In 2023, I kept to my routine going and I was awarded the status of a ‘Centurion’ a couple of weeks ago. Vitality even sponsored me with an exercise t-shirt branded with ‘100’ at the back. I was immensely grateful for this and wear my Centurion shirt with pride!

On Friday 21/07/2023, after a week struggling with a relentless flu and daily temperatures starting in the minuses, I was standing at 600 x exercise points for the week. I was hell-bent on obtaining the required 300 x points so that I can achieve my 104 weeks (2-years) of consistently meeting my exercise goals.

On Friday 21/07/2023, I finished my day at work and rushed home so that I could go out for a 5 – 6 km jog to obtain the needed 300 x points. But I was advised by a dear friend that running in the cold temperatures outside would not be the best idea considering that I am still recovering from flu and a congested chest.

I remained resilient and I got into my car and went to my closest Virgin Active in search of a treadmill inside so that I can just do what I need to in order to achieve 300 x points. I was met with another setback at that point. Virgin Active Rooihuiskraal was suffering from Load Shedding and treadmills were not operational. Virgin Active Eco Park was my next stop where I was lucky enough to find an open treadmill and do a 31 minute run at an average heart rate of 161 BPM. (See first screengrab attached). Being completely in sync with my fitness, I was satisfied that this would definitely be sufficient exercise for me to reach my goal for the week of 15 – 21 July 2023 and subsequently my 104 x weeks (2 year) goal streak.

But alas, again, it was not meant to be. The Vitality App was yet again, off it’s rocker, this confirmed by a notation on the app under ‘HELP’ – I do have a screengrab of this too.

I then decided to give Discovery and Vitality the benefit of the doubt to see if my points would be added during the night of Friday 21/07/2023. But no, instead of my 300 x points that I achieved through blood sweat and tears, I was simply awarded with a 100 x points for the gym visit. (See second screengrab attached). Last mentioned causing me to not achieve my weekly goal, and forfeiting my 104 x weeks goal streak. Why is this? Why was I not awarded 300 x points?

I am broken as I sit and type this email.

Please urgently advise if the situation can be corrected? Please advise within 24 hours.

I am willing, but I do not want to, share my narrative and my experience with Vitality of the past 8 months with the press and social media.

Regards

Jan Berrangé